Customer Solutions Manager
ABOUT US
Looking for more than just a job? At Thompson Machinery, we've been powering progress since 1944. We are the go-to Caterpillar dealer for Middle and West Tennessee and North Mississippi. Come join a team where our mission is simple: deliver smart solutions, build lasting partnerships, strengthen the communities we call home and invest in your growth.
WHAT YOU WILL DO
The Customer Solutions Manager is responsible for directing all connected asset programs, including Equipment Management Solutions (EMS), Product Link and Condition Monitoring Analysis (CMA); Customer Support Agreement (CSA); Field Planned Maintenance (PM) and Lube Services; and Fluid Analysis/Oil Lab functions.
This position will coordinate activities across Thompson Machinery as the company focuses on introduction and service of new technologies with customers in both the Construction Equipment and Energy & Transportation segments of the business. The group is designed to assist customers in lowering their owning and operating costs through scheduled maintenance, monitoring customer equipment and providing advice on critical events delivered through remote monitoring capability, and through providing actionable reports gained through analysis.
Reporting to the VP of Product Support, the Customer Solutions Manager will work closely with department and branch managers to understand specific customer needs and will use this information to develop appropriate programs for customer and employee use. The position will be based in either LaVergne or Memphis, Tennessee.
ESSENTIAL DUTIES & RESPONSIBILITIES
- Manages the Lube Services section including CSA and non-CSA PM work on machines throughout the territory. Dispatches technicians from multiple branches across the territory.
- Manages the Fluid Analysis/Oil Lab section ensuring fluid samples are processed at the central lab, samples are registered, and maintenance and interpretation are completed.
- Manages the Condition Monitoring section to ensure monitoring of equipment using Equipment Care Advisor (ECA); monitoring of equipment health in VisionLink; and review of oil sample data for comparison against electronic data. Provide customers training on user interfaces for machine health data and Cat Inspect.
- Manages the use of software to provide solutions for customers telematics and diagnostic needs, including ET, SIS, PL Installs, Get Connected Program, and other affiliated services.
- Able to work in cross-functional groups and lead collaborative projects.
- Able to effectively communicate with individuals at all levels of the company while effectively managing business expectations.
- Strong interpersonal, problem-solving, and presentation skills.
- Demonstrated ability in mentoring, coaching and team-building.
- Effective time management skills.
- Ability to work independently with minimal supervision as needed.
- Strong written and verbal communication skills; adheres to defined documentation standards.
- Attend training as required and actively seek to continually enhance understanding of processes and methodologies.
- Attend events, team meetings and functions as required.
- Adhere to all Company processes and policies while maintaining confidentiality.
- Ensure Thompson Machinery values are always evident within the Company and to customers.
- May have to lift up to 25-30 pounds on occasion.
- May work in an environment where hazards are present.
- Requires frequent hand use for typing, operating the phone, handling materials, and other job-related tasks.
- Other duties as assigned.
WHAT WE EXPECT OF YOU
We all have different backgrounds, yet we all use our unique contributions to provide the highest quality of service.
BASIC QUALIFICATIONS
EDUCATION & EXPERIENCE
- High school diploma required with a preference for completion of an associate's or bachelor's degree in relevant business fields.
- Five (5) or more years' experience in equipment dealership, including management of departments and responsibility for P&L.
KNOWLEDGE, SKILLS, AND ABILITIES
- Strong analytical skills and able to turn complex processes into workable programs.
- Experience with and able to utilize Microsoft Office software applications (MS Excel, Word, PowerPoint, etc.).
- Ability to learn and use Caterpillar proprietary software (DBS, ET, SIS, and VIMS).
- Understanding of Thompson Machinery products and services, with a focus on how customers use our products and services.
- Familiarity with the industries in which Thompson Machinery focuses.
- Provide strong customer service, understanding needs.
- Manage and build new and existing relationships.
- Focused on team and the importance of working together to achieve success.
- Possess the "soft skills" necessary to be successful in interactions with others.
- Provide value to the company as a contributing member of the training team, delivering products to both our customers and staff.
WHAT'S IN IT FOR YOU
At Thompson Machinery, we believe that great benefits are more than just perks- they're essential for employee well-being and success. We've designed a benefits package that goes beyond the ordinary, ensuring that our team members thrive both personally and professionally. Here's an overview of our benefits, including some that set us apart from our competitors.
THE BASICS
- Various medical plan options, including a no-cost option
- Vision and dental insurance
- Employer-paid short-term and long-term disability insurance
- Employer-paid basic life insurance
- 401k matching
- Profit Sharing
- 8 paid holidays annually
- Initially up to 15 days of Paid Time Off annually with increase after five years of service
- Employee Assistance Program (EAP)
WHAT SETS US APART
- Competitive pay
- Exposure to world-class CAT training and development
- Tuition Reimbursement
- Tool Purchase Assistance to buy high-quality tools at deep discounts
- Annual stipend toward the purchase of work boots
- Company Incentive Bonus Program
- Paid Veteran holiday annually to all service members
- Training and Development programs
- Work uniforms and professional cleaning services
- Financial Wellness programs
Thompson Machinery offers competitive salaries and a complete benefits package.
Compensation for this position will be commensurate with candidate experience and background. Thompson Machinery is an equal opportunity employer: Minorities/Women/Veterans/Disabled.
Thompson Machinery
dental insurance, life insurance, paid time off, paid holidays, tuition reimbursement, 401(k), profit sharing
Jan 14, 2026